Reason for Refund: We Suck!
My last two attempts to get a package delivered overnight via the United States Postal Service were unsuccessful. They never got to the recipient the next day. Fortunately in both cases it wasn’t the end of the world.
This morning I went to get a refund for one of those packages. The clerk was doing something on the computer and talking out loud when he apparently came to the “Reason for Refund” field on his screen.
“We suck!” were the words that came out of his mouth.
I laughed. And thought true, yes you guys do suck. But then I thought………….
Imagine if “WE SUCK” was an option. Imagine if the employee chose that option. Imagine if someone up the USPS food chain read that option. Imagine if employees were given that option as a way to express their frustration with poor service by their employer; about being the ones on the front lines who have to deal with unhappy customers like me (and I was a nice unhappy customer).
Imagine if We Suck was chosen more often than Failed Service Delivery?
Do you think it would get the attention of people who matter? Do you think they would recognize that they are providing a poor customer experience and an even worse employee experience?
The more I think about it the more I think the WE SUCK option might have huge benefit for a lot of businesses. It would definitely be a Recess from the norm.
